Education: B. Tech Fulltime (Electrical / Electronics / Mechanical)

Experience: 5-10 yrs

JOB PURPOSE

Provide effective technical support to field operations (domestic and export markets) by identifying root causes of issues in problematic vehicles.

Drive quality improvement and enhance customer satisfaction through the identification of critical defects, implementation of effective countermeasures, and monitoring and execution of market campaigns.

PRINCIPAL ACCOUNTABILITIES

Provide technical support to field operations across domestic and export markets.
Perform root cause analysis to identify causal components in problematic vehicles.
Coordinate with cross-functional teams (design, manufacturing, quality) for issue resolution .
Identify critical defects impacting vehicle performance, safety, or customer experience.
Develop and implement effective countermeasures to prevent recurrence of issues.
Drive continuous quality improvement initiatives based on field feedback and data.
Monitor field concerns and analyze trends to enable proactive problem detection .
Plan, track, and execute market campaigns/recalls/service actions effectively.
Ensure timely closure of field issues and maintain proper documentation.
Support initiatives to improve customer satisfaction and brand reliability .
Maintain communication with stakeholders and provide regular status updates and reports .

MAJOR CHALLENGES

Managing diverse and complex field issues across both domestic and export markets with varying operating conditions and customer expectations.
Ensuring accurate and timely root cause identification ,



often with limited or inconsistent field data.
Coordinating with multiple cross-functional teams to drive quick resolution and consensus on corrective actions.
Balancing urgent field concerns while simultaneously driving long-term quality improvement initiatives.
Handling high customer expectations and pressure to minimize vehicle downtime and dissatisfaction.
Ensuring effective implementation and monitoring of countermeasures to prevent recurrence of issues.
Managing time-sensitive market campaigns/recalls , including planning, execution, and closure within strict timelines.
Dealing with data gaps, delayed feedback, or variation in field reporting quality .
Keeping pace with evolving technologies and product complexities in modern vehicles.
Maintaining consistent communication and transparency with all stakeholders, including field teams and management.

DECISION MAKING

Analyze field data and perform root cause analysis to identify the likely causal part/component.

Prioritize field issues based on severity, safety, and customer impact.

Decide on initial troubleshooting approach and diagnostic methodology.

Monitor defect trends and initiate preliminary quality improvement actions.

Coordinate with field teams to ensure timely data collection and feedback.





Track progress and ensure closure of routine field issues within defined timelines.

Prepare and present technical reports and performance summaries.

INTERACTIONS

Internal Clients

Field Service / Dealer Support Teams

For collecting field data, validating issues, and implementing corrective actions.

Design & R&D; Teams

To discuss technical concerns, validate root cause, and finalize design-related countermeasures.

Quality Assurance & Product Quality Teams

For defect analysis, trend monitoring, and driving quality improvement initiatives.

Manufacturing / Production Teams

To address process-related issues and implement corrective actions at plant level.

Supplier Quality / Vendor Teams

To investigate component-level defects and ensure corrective actions at supplier end.

Warranty & Customer Support Teams

For understanding customer complaints, cost implications, and feedback trends.

Logistics / Spare Parts Team

To ensure availability of parts required for field fixes and campaign execution.

Management / Senior Leadership

For reporting critical issues, escalation, approvals, and strategic decision-making.

External Clients

Dealers & Service Centres (Domestic & Export)

For real-time issue identification, troubleshooting support, and execution of campaigns.

Customers / End Users (Indirect interaction)

Through feedback, complaints, and satisfaction insights.

Export Market Representatives / Distributors

To coordinate issue resolution and ensure alignment with regional requirements.

📌 Technical Support Executive (Gurugram)
🏢 Maruti Suzuki India
📍 Gurugram